So the forum team respond... and refuse to do anything without the account holder's password. We obviously can't get it because VM have disconnected them. This is circular and unbelievably simple for VM to fix.
All that they need to know, and all I know is the unique subscriber phone number that they have disconnected (without cause or any reason or explanation). If they hadn't turned off her line, we could find out the password and such things. By trying the line it would be obvious even to them that the 'fault' is at the exchange and clearly not a technical issue, and it is an error by VM - which would take moments to right.
I gave VM that number hours ago, and the forum had it an hour ago.
Has anyone here managed to get out of this idiotic and depressing failure?